TITLE PAGE

THE IMPACT OF COMMUNICATION IN

ORGANIZATIONAL EFFICIENCY
(A CASE STUDY OF EEDC ZONAL OFFICE OWERRI)

BY

---------------

A RESEARCH PROJECT SUBMITTED TO THE

DEPARTMENT OF MASS COMMUNICATION,
SCHOOL OF HUMANITIES AND SOCIAL SCIENCE,
-----------

IN PARTIAL FULFILLMENT OF THE REQUIREMENTS

FOR THE AWARD OF HIGHER NATIONAL DIPLOMA
(HND) IN MASS COMMUNICATION

NOVEMBER, -----------

APPROVAL PAGE

i
This project work has been approved to ------------- with matric

No: ------------- in the department of mass Communication,

supervised as appropriate in partial fulfillment of the

requirement for the award of Higher National Diplomas (HND)

in Mass Communication.

---------------- ----------------
MR. --------------- DATE
(PROJECT SUPERVISOR)

---------------- ----------------
DR MRS ----------------- DATE
(HEAD OF DEPARTMENT)

---------------- ----------------
EXTERNAL EXAMINER DATE

ii
 DEDICATION

This project work is dedicated to the Almighty God, for His

infinite mercy grace and the gift of life.

ACKNOWLEDGEMENT

iii
I am highly indebted and will continue to thank the Almighty

God in whose mercy and approval, I have been able to write

this research project, may His Name be glorified, Amen.

I want to express my sincere and profound gratitude to my

teachers who saw me through the various stages of my

academic training. My supervisor, Mr. ---------- has done a great

job on me all through the period of this project work, thank you

sir.

I want to acknowledge the support of my family, starting from

my parents, ------------- and my siblings --------- and ---------- for

their support and encouragements and also to my darling

husband for his support, they all played a key role in the writing

of this project.

My gratitude also goes to everybody who has contributed

positive to my life. I say a big thank you.

My academic journey cannot be completed without the help of

my course mates; ------------, ------------- and others too numerous

to mention here and all my friends and roommate, they are of

good inspiration, God Bless all of you.

iv
 ABSTRACT

The research was carried out in Owerri and the purpose was to
determine the impact of communication of organizational
efficiency. Oral interviews and questionnaires developed by the
researcher was the instrument for data collection. This study
proved that the efficiency and effectiveness of an organization
to coordinate its activity well, depends on its level of
communication network. For the study to come to a reasonable
point, data collected from primary and secondary sources were
analyzed using rank order score. Three hundred and ninety
staffs were selected as population sample from EEDC, Owerri
Zonal Office, considering the above, the limitations of the study
were examined, conclusion and recommendations were given
based on the findings.

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 TABLE OF CONTENTS

Title page- - - - - - - - - - -

Approval page-- - - - - - - - - ii

Dedication- - - - - - - - - - iii

Acknowledgements- - - - - - - - - iv

Abstract- - - - - - - - - - - v

Table of contents- - - - - - - - - vi

CHAPTER ONE

1.0 Introduction 1

1.1 Background of the study 1

1.2 Statement of problem 2

1.3 Objectives of study 3

1.4 Research question 3

1.5 Significance of the study 4

1.6 Limitations of study 4

1.7 Definition of terms 5

CHAPTER TWO

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2.0 Literature review 7

2.1 Introduction 7

2.2 History of EEDC 7

2.3 Types of communication 8

2.3.1 Computer 11

2.3.2 Computer communication in connection with

networking14

2.3.3 Types of network 16

2.4 Satellite 19

2.5 Fax 19

2.6 Telephone 20

2.7 Switch board 21

2.8 Telex 22

2.9 Radio 22

2.10 Problems of ineffective communication

23

2.11 Some types and channels of communication

25

2.12 Communication process 29

2.13 Importance of communication in an organization

30

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CHAPTER THREE

3.0 Research Methodology 32

3.1 Research design 32

3.2 Area of study 32

3.3 Population of study 32

3.4 Sample and sampling procedure 33

3.5 Instrument of data collection

34

3.6 Validation of instrument 34

3.7 Method of data collection 35

3.8 Method of data analysis

CHAPTER FOUR

4.1 Presentation and analysis of data 37

4.2 Research question 37

CHAPTER FIVE

5.0 Summary of result 43

5.1 Conclusion 43

5.2 Recommendations 44

References

Questionnaires

viii
 CHAPTER ONE: INTRODUCTION

1.1 BACKGROUND OF THE STUDY

Electric power development in Nigeria started towards the end

of the 19th century when the first generating plant of 30kw was

installed in the city of Lagos in 1898, from this date onwards

and until 1950, the pattern of electricity development was in

the form of individual electricity undertaking setup in various

towns somewhere by native or by municipal authorities.

In 1950, the government passed the electricity corporation of

Nigeria ordinance No.1 of 1950 integrates power development

and make it effective. This ordinance brought all the electricity

section of (PWD) under control. The electricity corporation of

Nigeria (ECN) then became the statutory body responsible for

ix
generation, transmission, distribution and sales of electricity to

all consumers in Nigeria.

In 1962, the Nigeria Dams Authority was established by an Act

of parliament. The authority was responsible for the

construction and maintenance of Dams and other works on the

river Niger and elsewhere, generating electricity by means of

water, improving navigation and promoting fisheries and

irrigation.

The electricity corporation of Nigeria (ECN) and the Niger Dams

Authority (NDA) were emerged to become National Electric

Power Authority (NEPA) by decree No.24 of 1972. The authority

was to develop and maintain an efficient, coordinate an

economic system of electricity supply for all parts of the

federation. The Authority generates electricity through two

major sources, Hydro and thermal. The hydro power stations

are the Kainji hydro power station with capacity of 769MW,

Jebba hydropower station with 578.4MW capacity, Shiroro

hydro power station 600MW. The thermal power stations are,

Afam thermal power station with 696MW, Lagos thermal power

station, Delta in thermal power station with 600MW and Sapele

thermal power station 1020MW.

x
However, the need to reform the electricity industry

necessitated the transformation of EEDC into Power Holding

Company Nigeria (PHCN) in 2004. The electricity reform Act of

2005, unbundled PHCN into II distribution companies and 6

generation companies. The reform Act gave birth to Enugu

Electricity Distribution Company (EEDC).

TOWN YEAR OF TYPE OF SET DATE OR

COMMISSINING PERIOD OF

SERVICE

PORT- 28TH march, 475kw 1st Sept. 1929

HARCOURT 1928

KADUNA Dec; 1929 2*225kw June 1929

1*100kw

OWERRI Railway 4*350kwdc Major

operated Consumers

A set of 1*200kwdc Are the NRC

And colliery

Workshop Supplies was

for

Which govt. 1*200kwdc

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 Tool Few loan daily

Over on 1/4/33 1*200kwdc

1*150kwdc

Alternate

2*75kw

YOLA May, 1993 1*75kw

ZARIA Dec. 23rd, 1938 2*240kw

WARRI April,1938 1*275kw

1*75kw

As public awareness grew over the use of electricity. The

various native authorities became quite aware of the needs of

their subjects and initiated expansion. The much needed capital

was provided by them while the power station and distribution

network were created and staffed by the government. Engines

in chief acted in an advisory capacity only to the native

authority with the financial backing of the native

administration, such power station like kano (1990), Abeokuta

(1995) and Ibadan (1990) were commissioned in some other

xii
towns, some organizations owned power station e.g. The

Nigeria Electricity Supply Company (NESC) in Jos, sold power to

government organization in Jos in burukuru vom, while the AT

and P. sapele supplied power to sapele township.

In 1946, the role of expansion in the country grew beyond the

scope of public work department, which also caters for other

numerous projects in civil engineering

Consequently, in 1949, a separate department was created to

take over electricity section of (PWD). This department became

known as the Nigerian Government Electricity undertaking

(NGEU). This was the transition stage towards the formation of

a corporation to carry out electrical development on a

commercial basis. A remarkable proof of this was indicated

when in 1956/43 fiscal years, the sum of E32, 468, 00 was

recorded as revenue.

The development stage in EEDC has been steady between the

subordinates and the superiors but one wonders how it had

impacted in the efficiency of the organization.

1.2 STATEMENT OF PROBLEM

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(a) Lack of modern communication equipment has subsisted

the efficiency of communication in EEDC, Owerri.

(b) Communication system in EEDC Owerri never gave

subordinates the opportunity to communicate effectively.

(c) In EEDC Owerri, information are sabotaged before getting

to the audience.

(d) The efficiency of the Public Relation unit of EEDC, Owerri

makes communication with her audience effective.

1.3 OBJECTIVE OF THE STUDY

(1) To identify the impact of communication on the staff of

EEDC, Owerri.

(2) To identify the types of communication equipment in use

at EEDC, Owerri.

(3) To identify the role of Public Relation unit of EEDC, Owerri

and how it has impacted on the efficiency of the organization.

(4) To identify the problems of communication on the

organization efficiency of EEDC, Owerri.

1.4 RESEARCH QUESTION

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(1) Does communication in EEDC Owerri, have any positive

impact on the organization?

(2) What kind of problems affect communication’s in EEDC

Owerri?

(3) Do the subordinate staff of EEDC Owerri have the

opportunity to discuss with their superior when needed?

1.5 SIGNIFICANCE OF THE STUDY

If this study is successfully completed, the management of

EEDC Owerri will be aware of the impact effective

communication can have on her organizational efficiency.

EEDC Owerri will also know the problem of communication in

her organization. This study will help them to formulate good

policies that will improve the efficiency of her organization.

More so, staff of EEDC Owerri will know the type of

communication available in their organization.

xv
Conclusively, future researches in related field will find this

work valuable source of reference.

1.6 LIMITATIONS OF STUDY

Communication is not only the problem facing EEDC Owerri.

The organization is faced with various other problems in the

areas of finance, management, logistics etc. For want of time,

this study is restricted to the impact of communication on

organizational efficiency of EEDC Owerri zonal office.

DEFINITION OF TERMS

1. TRANSMISSION: It is the act or process passing electricity

from one place or thing to another.

2. DISTRIBUTION: It is the system of transporting and

delivering goods and services. It is also a process of

transferring electricity to different places.

3. GENERATE: It is the process of producing or creating

electricty.

4. ELECTRIC: It is connected with electricity to give light.

5. AUTHORITY: It is the power to give orders to people.

xvi
6. ADMINISTRATION: It is the activity that is done in other to

plan, organize and run a business, school or other

institution.

7. POWER: It is simply to supply energy or electricity.

8. REVENUE: It is the total money gotten from sales and

distribution of electricity.

9. DAMS: It is a barrier constructed to hold back water and

raise its level, forming a reservoir used to generate

electricity or as a water supply. E.g. Kanji Dam.

10. COMMUNICATION: It is the transfer of ideas, feelings,

thoughts etc. Between an individual. It is the transfer of

message from the sender to the receiver.

11. ORGANIZATION: They are group of people who comes

together to achieve their aims and objectives.

12. WORKSHOP: Workshop is a place where the

engineers work and store their tools.

13. TRANSFORMATION: Transformation means the

reproduction of an old organization to a new one like from

NEPA to PHCN, and from PHCN to EEDC.

xvii
 CHAPTER TWO: LITERATURE REVIEW

2.1 INTRODUCTION Good effort had been put into this

chapter to review books, journals, magazines and works that

are related to communication and its impact on organizational

efficiency. This review is organized to the following sub-

headings;

 Definition of communication.

 Some types of communication equipment and their uses.

 Some types of communication systems.

 Importance of communication in an organization.

 Problem o ineffective communication

2.2 HISTORY OF EEDC

xviii
Edmonton began as fur trading post built by the North-West

Company (NWC). The same, the Hudson Bay Company (HBC)

established a competing post nearby a walled fort on the banks

of the North Saskatchewan rives.

The name Edmonton was used to honour the home of HBC,

Governor James Winter Lake who was from Edmonton, England.

In 1892, Edmonton was incorporated as a town with a

population of 700.

Wondike Gold Rush, 1897 thousands of eager prospectors

stopped in Edmonton for supplies on their way to the Yukon via

the “All Canadian Route”. The city absorbed many prospectors

who made Edmonton their permanent home, boosting the local

population six folds.

In 1904, Edmonton was incorporated as a city with a population

of 8,350.

In 1913, the Alberta legislature building opens. In 1916, Emily

Murphy was appointed the first woman police magistrate in the

British empire, later in 1929, Emily Murphy, (the first woman

police magistrate in the British empire) and 4 other women

xix
were victorious in having Canadian women declared “person”

under the law.

To commemorate Albert’s 75th anniversary, the great divide

water-fall on the high level bridge was created in 1980. This

man-made waterfall is 7.3 meters (24ft) higher than Niagara

falls.

2.3 DEFINITION OF COMMUNICATION

There is no doubt that communication has different definitions

to different authors and scientists, some social scientist defined

it as the act of sending and receiving messages, others referred

it to as means by which message are sent and received while

some see it as message itself.

Molokwu (1993) said that communication is the means whereby

people in an organization exchange information regarding their

enterprise. It is the exchange of ideas, facts and emotions by

two or more people by the use of words, symbols or letters.

A.S. Hornby (1994), defined it as a pass of news, information,

feelings, heat, emotions, illness shared or exchanged with

another, among many characteristics that has differentiated

man above other animals, his ability to communicate across

time and space. Many lower animals are capable of

xx
transmitting information with their immediate environs. Man

also learnt to record information beyond, thereby

communication across space.

The importance of our effective communication network to man

cannot be over emphasized:-

The American Management Association defined communication

as any behaviour that result in an exchange of meanings,

chapel and board defined communication as means by which

thoughts are transferred from one person to another.

Okafor (1987), in his book defined communication as any

initiated behaviour on the part of the sender which conveys the

desired meaning to the receiver. It was also noted that

communication occupied a central place in an organizational

theory because the structures extensiveness and scope of the

organization are determined by communication technique.

Ume (1995/96), said that communication is the process by

which information is passed to individual or organization by

means of previously agreed symbols. He further said that it can

xxi
be transferred to as the message itself, the channel along

which message is passed or to the set of message passing.

Azuka (1993), in his view, pointed out that communication

means the process of passing information from one person to

another. He further stressed that the temperament of the

sender, receiver, clarity of the message and the preventing

climate within which communication takes place.

Egbue (1996), said that communication relates to the exchange

of facts, opinion, emotions by two or more persons in an

organization. It could be by words, letters, symbols, messages

in a way that one shares meaning and understanding with one

another, to him, it is the transfer of information from one

person to others produced the information is understandable by

the receiver, these are four factors that facilitate

communication. They are the sender, the message, the channel

or symbol and the receiver.

2.4 TYPES OF COMMUNICATION EQUIPMENT AND THEIR

USES

xxii
Azuka (1993), opined that information is useful to the extent

that it reaches the receiver when and where needed. Business

organizations have recognized that in every aspect of life, there

is every desire to communicate, the ability to access

information depends on the best possible way information

passes to one holding to one who needed it or from one

equipment to another and from one place to another. Various

equipment facilitate communication; they are”

2.4.1 COMPUTER

Chambers (1987), states that it is an electronic machine that

carries out many stages of calculation and store short

information from various kinds. It is a device capable of

repeating operations, performing a controlled sugarcane of

operation, accepting information from its environment and

processing it to output results. It is also an automatic

information processor. Business today is highly competitive,

that is why the invention of computer is very important to

facilitate works, make intelligent decision and make them

rapidly. Because of the tremendous amount of information

available and the limited capacity of the human memory, it has

become apparent that management should rely on the

xxiii
unlimited capacity of the computer store and its speed of

operation.

2.4.2 TYPES OF COMPUTER

There are three types of computer, these type ranges

according to the operation it carries and its memory capacity,

they as mini and micro computers.

MAINFRAME COMPUTER: This is the biggest type of

computer, it has the largest floor space and because of its size,

it is not easy to move. It processes the most information at the

highest speed. It has more memory capacity. The operation

requires a highly trained personnel, the mainframe maintains a

large file of information for communication.

MINI COMPUTER: Azuka (1993), Minicomputer is smaller than

mainframe computer but bigger than micro computer. It had

less storage capacity; minicomputer can be used as a central

processing unit. It can process, take dissect control of

personnel in the organization, the information process can be

transmitted to the computer centre, it makes things easy

though time sharing several users share services by banking

several terminals to the computer.

xxiv
MICRO COMPUTER: It is the smallest among the computer

ranges. It is found in offices, schools and homes to facilitate

communication. Micro computer is very important because of

its increased use of words and as an intelligent work station.

Information are processed without delay. It is called micro on a

clip because it has tiny clips for its operations.

FEATURES OF COMPUTER

Nwokeke (1995), the ability of the computer to perform

depends on its features of computer are:

 Impact unit (keyboard)

 Processing unit (CPU)

 Output unit

 Auxiliary storage unit (secondary storage unit)

(i) IMPACT UNIT: This is made up of two main memories

and the central processing unit information collected is

stored in the main memory. Central processing contains

electrical circuit which helps processing to occur.

(ii) OUTPUT UNIT: Output from computer can be processed

in many ways; there are two main types of output. They

are the printer and the television-like screen called

catholic ray tube or video display unit (UDU).

xxv
(iii) AUXILLARY STORAGE UNIT: When information are

gathered, they are being executed and information being

processed. Instructions and information are stored in the

auxiliary storage unit when they are not immediately used

in the main memory of the computer.

2.4.3 COMPUTER COMMUNICATION IN CONNECTION

WITH NETWORKING

Network is a device capable of transmitting information

from one place to the other and from one equipment to

another. This has been very important in our office information

system-formally, communication in the office is telephone

based on line system, then a lot has been found in the

communication field. The current discoveries were made on

host to terminal system, private branch exchange wide area

network.

a) ADVANTAGES OF NETWORK: There are three major

advantages in network communication system;

i. Increased connectivity

ii. Network increase resource sharing

iii. Communication speeds are improved through network.

xxvi
i) Increased connectivity: The essence of network is to

get information from one place to another or one

equipment to the other. The concept of connectivity is

to know the extent to which devices can access each

other where computer to computer communication is

not functioning, information from one machine must be

written on tape to tape to be delivered either by heard

or air and the tape to be read by second machine.

Network makes possible for devices to communicate

directly through telephone, radio or other media system

eliminating much conversation and transportation.

Network therefore, provides dramatic enhancement to

communication by trying people, department and

equipment to father as a electronic communication

network.

ii) Increased resources sharing: Increased connectivity

leads to increased resources sharing. As the term

resource sharing means sharing devices capable of

making information possible, there is cost effectiveness

eg, some printers are highly coasted and there is the

tendency that must be available all the time. This

xxvii
 resource sharing makes decision possible and quicker

through corporate file. The functions of the personnel

will also increase in office without resource sharing.

iii) Improved communication speed: This last

advantage of network is speed. We noted that

communication information from computer to another is

faster than getting a tape and transporting it from one

centre to another.

2.4.4 TYPES OF NETWORK

Network is classified into five ranges, the ranges cannot

serve locally only but the entire nation. The ranges are as

follows; Host to terminal system, private branch exchange,

wide area network, local area network and satellite.

(1) Host to terminal system: This point linking terminal to

multi-purpose mainframe. Host to terminal network can be

taught of the control mode. As a network, it is old since

connectivity is limited in the sense that everything passes

through the central computer, usually, telephone line are

the transmission medium. Area of any size can be served

through remote terminal connected to moderns, which

access a central computer through a telephone wire.

xxviii
(2) Private branch exchange: This transmits text and

information b making use of existing phone line but it is

popularly known to write telephone calls to the phone

extension within an organization. It also allows display

terminal to communicate with other equipments in the

system. It is a local network in the star configuration using

digital based telephone system computer exchange is

used as the switch board which converts analog voice

signal to digital signals. This allows for switching of both

voice and information signal together. Private branch

exchange (PBX) has more advantage over other networks

system. It relays on the existing telephone line for its

operation. It uses the same cable for both text information

is taking place within a localized area.

(3) Wide area network: If a company does not have its own

computer or does not wish to relay message through

them. It can still convey its message by the service of

wide area network. There are such services like telenet

and tymant. Through the telenet, a message can be sent

from display terminal in another office or across the

country. All the message not minding where they come

xxix
 from and where they are sent, processed by the telenet

central computer wide area network link geographically

different processors terminals and other equipment access

a network using telecommunication network designed

specifically for computer communication. It can also be

called public Data Network (PDN), public computer

network computer network or value added network or

couriers because they offer special communication service

in addition to those provided by standard telephone

utilities.

(4) Local area network: This is any private network where

one or more computers communicate with other

computers by various means other than telephone links.

LAN can share resources among multi users. This is the

popular method of interconnecting micro computers to

provide standard processing as well as information

communication.

2.5 SATELLITE

Chambers (1998), this is a smaller body moving around the

bigger one computer separated by long distance can affect

communication through earth satellite court of Nigeria

xxx
telecommunication (NITEL), information are sent to computer

(over the telephone) to an earth satellite which transfers the

messages to the satellite, the message again being transmitted

to the second earth station which later sends it to the receiving

computer.

ADVANTAGES

(1) Large volume of information can be transmitted over great

distance.

(2) It has a high speed.

(3) It is free from interference.

2.6 FAX

Chambers (1998), fax means exact copy, all photocopies

portray facsimiles since it is an exact copy of something. It is

used to transfer urgent required materials over the telephone

line. It involves change of a visual image of a document or a

text into electronic signal over telephone line for another

receiving machine, which reverses the process and reproduces

the document line by line.

2.6.1 Digital Facsimile

xxxi
This range of fax reads through scanning; only the part of the

document that bears the message. It does not read blank

spaces like the analog.

HOW IT IS USED

 The document is inserted into the machine

 The send button is pressed.

 The recipient telephoned and told that a copy is being sent

to him.

 The recipient presses the receiving button and switch-

through the telephone.

 The receiver receives signals when the transition is

completed and the two parties can resource their

conversation.

2.6 TELEPHONE

Achusm (2000), telephone was invented by Alexandra Graham

Bell. In 1976, NITEL made telephone communication possible in

Nigeria. Organizations and individuals subscribed for the

services when this is done, telephone facilities are installed to

the subscriber. A directory is given to the subscriber which

shows addresses and telephone numbers of other people, code

numbers of different towns were also found in the book. When

xxxii
making calls with an area code, the number of the area need to

be dialed. Telephone booths are different from offices and

homes telephone in that the later has meter where charges are

being made at the end of every month.

The researcher found that there are remarkable advantages in

home and office phone over telephone booth eg, home and

office phones receives calls while phone booths doesn’t

international calls can only be done in home and office phones

only.

2.7 SWITCH BOARD

There are basically two types of switchboard, the private

manual branch exchange and the private automatic branch

exchange. The former are two types, the smaller one with up to

five exchange and twenty five extension. The large one

contained more exchange and extension lines, extension calls

can be possible through the help of an operator who connects

the line. The later offer an automatic telephone services. Each

extension can dial without an operator and can make or receive

call on outside line.

2.8 TELEX

xxxiii
This is the oldest and widely used system, in telex system

information is transmitted over telecommunication lines

between two terminals. The terminals have keyboard like

typewriter made of three low sent through the telephone line or

telegraph line to the receiving tele printex, which prints out the

message automatically.

A telex machine can store a message when the receiving

terminal is busy until it is free to receive it, the message can be

printed out unless the operator wishes to delay. A telex can

communicate with each other through computer terminal and

by a special unit. Telex network is wide spread and this can be

subscribed by leasing terminals.

2.9 RADIO

The Nigerian Telecommunication extended its world to radio

communication and the services are rendered by the post

office. This is usually by off whose branches are located

throughout the area. It can be used to connect the head office

or branch office throughout the working hours and a standing

operator to send or receive any message.

xxxiv
When a message is to be sent, the required number is pressed

when there is a response from the receiving and sender, then a

button is pressed to allow the message through and after, the

receiver will then indicate that the message is over.

2.10 PROBLEM OF INEFFECTIVE COMMUNICATION

Communication is a major problem facing many organizations.

When there is a breakdown in communication, organizational

structure, planning and others tend to suffer and ineffective

productivity will decrease.

Aeusm (2000); communication problems are numerous and can

be listed as follows:

 LACK OF PLANNING: Good communication does not

happen by chance. Many times people talk without thinking,

planning or giving purpose to their message, in this

circumstance, there is the tendency that communication will

not be effective.

UNQUALIFIED ASSUMPTIONS: This is very necessary but

sometimes, people tend to over look it. Assumption on the

part of both the sender and the receiver may cause a lot of

confusion because of misunderstanding and then, there is

bound to be a communication gap.

xxxv
 SEMANTIC DISTORTION: This is often very essential in

communication because one word may mean different things

to different people. Understanding is not in the word but in

the receiver who understands what the message tends to

portray.

 DISTRUST, THREAT AND FEAR: When there is distrust,

threat or fear in an office or organization, there is the

likelihood that communication will not be effective. Distrust

may be as a result of inconsistency in behavior or few of any

past experience where the junior ones were punished for

reporting unfavorably to his boss or when people always

show seriousness or as being mean to people where such

things occur, communication tends to suffer.

 POOR LISTENING AND PREMATURE CONCLUSION:

Listening demands full attention and self discipline,

continues Achusm (2000), people jump into discussion

without just knowing what is being discussed, again, you see

people giving a conclusion of what the speaker have in mind,

in such situation, their motives in communication will not

agree.

xxxvi
 INFORMATION OVERLOAD: Decision making is one of the

management functions when managers expose too much

information to subordinates, such that they cannot absorb or

adequately respond to all the information given the tendency

is that major parts of the information may be lost during

transit.

 Ezema (2000); opined delayed feedbacks also contribute

much in communication malfunction.

2.11 SOME TYPES AND CHANNELS OF COMMUNICATION

There are basically two types of communication

(1) Verbal or oral communication.

(2) Written communication

However, organization should consider some factors before

deciding on the type of communication to adopt, such factor as;

i. Speed the urgency of communication: If so urgent,

the use of date telex, telephone, radio or telegraph may

be adopted.

ii. Accuracy: will the information be received accurately? If

figures are spoken over the telephone, it may not be

heard well, if accuracy is needed, the use of fax, telex etc

may be needed.

xxxvii
iii. Secrecy: To avoid unauthorized person to getting into the

information, the registration of the mail will be personified.

vi. Safety: To avoid the risk of using the information on

transit, it will be most prudent to send it by registered mail

or recorded delivery or valid.

v. Recorded: If the communication should be in writing, the

use of letters, telegrams or telex will be necessary

impression.

vi. If this communication is the type that deserve some

reactions from the receiver. A formal letter or headed

letter is adequate but in others, this might be given

offence or result in the communication being put into the

waste bin unread.

vii. Cost: All elements of cost must be taken into account, the

greater proportion of the cost usually in the stages of

preparation rather than in transmission. For example, the

cost of labour and materials expanded in preparing the

letter will exceed that of the postage.

viii. Convenience of staff: An attempt should be made to

explain the possibility of obtaining personnel to operate

xxxviii
 the equipment and the convenience of sending message

through the system.

2.11.1 ORAL COMMUNICAION

Okafor (1997): The use of oral method of communication had

increased tremendously over the past decade and perhaps will

continue to do so. One of the major factors responsible has

been the surprising increase in business. Travel organizations

with interest in overseas business now prefer visiting their

clients and customers.

Another factor is the outbreak of conference where people with

similar interests meet and discuss their common problems and

prospects. The benefits of direct conversation obtained with the

added advantage of all present sharing opinion physically.

Lastly, moguls have found that oral communication is more

effective in getting things done than written communication;

often the quickest and best way of ensuring cooperation is to

talk matters over with people.

Oral communication removes the red tapism that normally

existed in any business set up and enables one to communicate

directly with the target audience. Achusm (2000) and Okafor

xxxix
(1967), all agreed on the following advantages of oral

communication:-

i. It provides immediate response and feedbacks. It is

cooperative oriented and most suitable for confidential

matters.

ii. It is flexible for decision adjustments and helps in

projecting the infancy of matters.

iii. It provides face to face conversation, oral communication

also have its elements.

iv. It does not provide for permanency, hence, no record is

always taken.

v. It consumes time.

vi. People feel reluctant in oral communication than written

communication.

2.11.2 WRITTEN COMMUNICATION

Achusm (2000): According to Achusm, communication may

take the form of written letter, memoranda, report or may be

formalized as an invoice etc. like oral communication, some

merits are attached to it:-

xl
 i. It provides both the sender and receiver with

permanent record referred from time to time.

ii. It is concise, accurate and simple.

iii. It provides detailed instruction and carries greater

weight than oral communication.

It also has some demerits, which include:-

i. It encourages red-tapism and unnecessary bureaucracy

in the office.

ii. It lacks personal touch which is present in face to face

communication.

iii. It can be hardly denied.

2.12 COMMUNICATION PROCESS

Messages are sent along the channel from the sender to the

receiver, this can be called the transmitter (tx) and the receiver

(rx), as channel exists if an access to the receiver (rx) is

provided for the transmitter (tx0 when the channel is used, the

message has to be provided by some medium. The medium, if

verbal may be spoken.

Effective communication must be two ways, there must be

some means through which the response of the receiver can be

perceived by the transmitter and the latter’s message modified

xli
to suit this response, one of the advantages of oral

communication over written communication is speed of

feedback. This receiver can ask questions to the transmitter to

clarify the message further and can immediately make

response that the transmitter to clarify the message further

and can immediately make response that the transmitter (tx)

requires when the transmitter is asking for information. The

role of TX and RX is large because the man who receives a

message from above or below is TX or RX but becomes a TX as

soon as he passes the information on to his subordinates or

inert locator, this communication system suffers interference

when there is noise in the channel

2.13 IMPORTANCE OF COMMUNICATION IN AN

ORGANIZATION

The importance of communication in an organization cannot be

over-emphasized. Communication is the life wire of an

Organization. The importance is identified as follows:

i. Interpersonal relationship of the people in the organization

requires effective communication.

xlii
ii. The organizing elements of the management should

concern itself with the system and environment which

communication functions.

iii. Communication is the foundation of which organization

and administration must be built.

iv. It also helps to develop plans for achievement.

v. It is used to reset, develop and appraise members of the

organization.

vi. It is used to control performance.

vii. It leads, motivates and creates a climate in which people

know what to contribute.

xliii
 CHAPTER THREE: RESEARCH METHODOLOGY

This chapter explains the method and procedure used for

collecting data. The population and instrument used in their

study also forms past of this chapter. Basic information needed

for this study from respondents are summarized in this chapter.

3.1 RESEARCH DESIGN

It is important to state that the research design serves as the

framework for collecting data, which are relevant for a study. It

is the plan structure and strategy of investigation conceived so

as to look intently at the communication process and its impact

on organizational efficiency.

3.2 AREA OF STUDY

The area of this study is the Enugu Electricity Distribution

Company, Owerri area office in Imo state of Nigeria.

3.3 POPULATION OF THE STUDY

In the course of this study, it is war to involve as much

population that will enable us to get the required result. The

population for this study including the management and

xliv
employees of EEDC Owerri area office researcher from the

personnel unit of the organization revealed that there are 1,

500 employees in the work force.

3.4 SAMPLE AND SAMPLING PROCEDURE

Samples are used in a study that involve large population, it is

the desire of the researcher to adequately manipulate the

enormous population to avoid errors due to calculations of

large numbers, more so, the researcher wishes to reduce the

cost of producing copies of questionnaires that will cover the

entire population consequently to find the sampling size

needed for the study, the researcher employed the statistical

formula as follows:

N = n/1 + N(e)2

Where

N = sample size

N = population of study

I = a constant

e = Margin of error

Add in this study, the margin of error (e) was 5% or 0.05 which

was voluntarily chosen by the researcher, substituting the

above formula, we obtain

xlv
N = 1, 500+ 1550 (0.05)2
1
N = 1500 + 1550 (0.025)
1
N = 1500 + 38.75
1
N = 1500
39.7
N = 38.993
5
N = 390

Based on the above, the sample size was 390. Therefore, 390

copies of questionnaire was administered to the respondents in

the organization.

3.5 INSTRUMENT FOR DATA COLLECTION

The instrument for data collection in this study is the

questionnaires was designed and administered to elicit

information regarding the impact of communication on

organizational efficiency in EEDC Owerri area office.

3.6 VALIDATION OF INSTRUMENT

This instrument was subjected to content and face validation by

the student supervisor from the department of Mass

Communication, Federal polytechnic Nekede (FPON) Owerri.

Moreover, the researcher contacted an expert in management

who scrutinized the question contained in the questionnaires to

xlvi
confirm that those questions are not at variance with the

subject matter of the study.

3.7 METHOD OF DATA COLLECTION

In the collection of data, set of questionnaire was printed and

distributed to the respondents from the organization under

study to elicit information on the subject matter. The

questionnaires were designed by the researcher in a way which

has options from which the respondents could choose from

those answers that best suit their option. In the course of

carrying out this study; data used were collected from two

major sources. These include the primary and secondary

sources.

The primary data used for the analysis of the study were those

collected from the respondents through the copies of

questionnaires administered to them.

On the other hand, the secondary data were those collected

from already written works, both published and unpublished

xlvii
that were relevant to the study, these include books, journals,

magazines and past research works by the students.

All their materials were consulate from one institutional library

in Owerri metropolis.

3.9 METHOD OF DATA COLLECTION

It should be recalled that this study dwelt primarily on the issue

of the impact of communication on organizational efficiency.

Data were gathered in the course of the study, the researcher

employed the use of ranking order and absolute numbers for

the analysis of the data.

xlviii
 CHAPTER FOUR: DATAPRESENTATION AND ANALYSIS

The main objective of this study is to identify the impact of

communication in organizational efficiency with special

reference to EEDC, Owerri. In this chapter, we present and

analyze data available in this study to achieve this aim.

A total number of 390 questionnaires were administered on the

staff of EEDC Owerri. They were completed and retrieved,

hence, the presentation and analysis as in the tables below.

4.2 RESEARCH QUESTION

What is the impact of effective communication on the staff of

EEDC Owerri this research question covers table 1 and 2 below?

TABLE 1: D o you think effective communication had any

impact on the staff of EEDC Owerri? If yes, how has it impacted

on the following areas:

S/No Staff no: 390 SA A SD D M RD

1 Fostering better 30 100 80 2.0 2nd

xlix
 understanding among 4
EEDC staff
2. Reduction of high 20 100 50 46 2.5 1st
incidence of labour 0
unrest
3. It makes training of staff 76 34 20 80 2.3 3rd
possible 0
4. It fosters proper 30 38 20 122 1.9 4th
coordination of staff and 0
activities in the
organization
5 It aids settlement of staff 54 60 22 56 1.4 5th
grievances 0

Findings:

The above table shows that effective communication has not

faired in all the areas stated as test causes except on labour

harmony. This also indicated that effective communication had

not impacted enough on the staff of EEDC Owerri.

TABLE II:Has effective communication impacted on the staff of

EEDC? It yes how has it impacted on the following areas:

S/No Staff no: 390 SA A SD D M RD

1 EEDC has no effective 10 110 50 30 2.8 2nd
communication 0
2 Communication 20 14 10 15 1.9 4th
l
 equipments are not 0 6
enough to create any
impact
3 The flow of information
are one way, hence no
impact can be made on
the staff
4 Information are 15 110 30 10 2.7 3rd
sabotaged 0 0

Findings:

This table is the hypothesis of table 1. It shows that in the three

of the four areas stated as test cases, effective communication

faired except on the areas of availability of communication

equipment.

Table III: Does EEDC Owerri have communication equipment? If

yes, identify the types.

S/No Staff no: 390 SA A SD D M RD

1 Resources 18 110 56 34 3.0 1st
0
2. Computer 40 100 78 17 2.5 3rd
2
3. Telephone 15 100 80 60 2.7 2nd
0
4. Radio 15 100 80 60 2.7 2nd

li
 9
5. Facsimile - 20 17 17 2.4 4th
0 0
6. Satellite 35 40 17 14 1.7 5th
0 5

Findings:

The table agreed that EEDC Owerri has communication

equipment enough to boost efficiency. Out of the six

communication equipment available for use, the organization

has four in a sustainable quality.

Table IV: EEDC has no communication equipment based on the

following reasons.

S/No Staff no: 390 SA A SD D M RD

1 The cost is too much to 15 120 50 38 32 1st
afford 0
2. The organization cannot 54 30 14 16 1.9 2nd
maintain it 0 6
3. Many of them are - 70 16 16 1.6 3rd
obsolete and out of model 0 0
4. There is no need of them - 24 19 17 1.6 3rd
0 6

Findings:

lii
 The table above shows that EEDC Owerri has enough

communication equipment to boost efficiency. The organization

could not afford to provide some of the most modern

equipment because of financial problems.

RESEARCH QUESTION 3: What are the problems of effective

communication in EEDC Owerri?

Table V: Are there communication problems in EEDC Owerri? If

yes, State.

S/No Staff no: 390 SA A SD D M RD

1 Poor planning of 10 18 50 80 30 2nd
communication 0 0
2. Unlearned assumption 90 18 50 62 2.9 3rd
8
3. Semantic distortion 18 18 30 - 34 1st
0 0
4. Distrust, threat and fear 13 13 86 44 2.8 4th
0 0
5. Over loading - 40 20 15 1.9 5th
0 0
6. Delayed feedback - - 19 19 1.5 6th
5 5

Findings:

liii
 This table emphasizes that in EEDC Owerri, so many problems

are hindering the success of communication. Because of poor

planning of preemptions and sabotage, communication cannot

be efficient in EEDC Owerri.

Table VI: Staff response on if the problems are important.

S/No Staff no: 390 SA A SD D M RD

1 There is effective - 90 18 12 1.3 3rd
communication 0 0
2 There are modern 40 70 18 10 1.7 2nd
communication equipment 0 0
in EEDC Owerri
3 There are good 60 90 13 10 2.0 1st
communication flow in EEDC 6 4
Owerri

Findings:

The table elicits the effect of these problems on the impact of

effective communication in EEDC Owerri. The problems

resulting from the deficiency is disastrous and cannot boost

efficiency.

liv
 RESEARCH QUESTION 4: Do the sub-ordinate staff of EEDC

Owerri had the opportunity to discuss with the supervisor when

needed?

S/No Staff no: 390 SA A SD D M RD

1 Subordinate staff of EEDC 24 30 15 18 2.8 1st
Owerri are never given 0 6
the opportunity to discuss
with their supervisor when
needed

Findings:

From the above table, there was poor understanding between

the different levels of workers in EEDC Owerri, the subordinate

staff do not have access to their supervisor when needed, this

seriously hindered communication progress in EEDC Owerri.

CHAPTER FIVE: SUMMARY, CONCLUSION AND

RECOMMENDATIONS

The impact of communication as seen from the analysis

indicates that communication among their things fosters better

relationship among the staff of EEDC Owerri. These are

lv
reduction in the rate of labour unrest within the organization.

Communication encourages staff training.

EEDC Owerri was endowed with a good number of

communication equipment that is capable of boosting

organizational efficiency as can be seen from the study.

Among finance personnel management is one of the problems

hindering organizational efficiency in EEDC Owerri.

5.1 CONCLUSION

Based on the analysis of the study, the following conclusion had

been drawn.

1. Communication impacted favourably in the organizational

efficiency of EEDC Owerri. This can be drawn from the

harmonious relationship that existed among the labour

circle.

2. The personnel management in EEDC Owerri is not adequate

as can be seen from the relationship between the

supervisors and subordinate staff of the organization.

3. At EEDC Owerri, Communication available are not obsolete

but some of the modern equipment are not available as a

result of financial inadequacy.

lvi
4. EEDC Owerri has enough man power in other spheres of

operation except managerial man power and this hinders the

realization of communication objectives.

5.2 RECOMMENDATIONS

In consideration of the above conclusion, the management of

EEDC Owerri is hereby advised to consider the following

recommendations. This will help improve the impact of

communication in their organizational efficiency.

1. The personnel department of the organization should be

recognized to ensure that various cadres are coordinated

and are diligent in the execution of their responsibilities.

2. The upward and horizontal communication should be

encouraged. This will reduce personality conflicts and make

way for a better understanding between the communicators,

when there is a better understanding threat and fear diffuse

out.

3. The organization should endeavour to provide the remaining

modern equipment like the satellite, facsimile for a better

communication overload and delayed feedback.

lvii
4. Further research should be conducted to find their variables

that may be responsible for the observable information

sabotage and financial inadequacy.

Department of Mass Communication,

--------------,
---------------.
3rd May, ----------

lviii
Dear Sir/Madam,

QUESTIONNAIRES FOR THE STAFF ENUGU ELCTRICITY

DISTRIBUTION COMPANY (EEDC) OWERRI
I am a final year student of --------------. I am currently

conducting a study on the impact of communication in the

organizational efficiency in EEDC Owerri.

Please, answer the question below. All information

supplied by you will be used for academic work only and shall

be considered as confidential.

Yours faithfully,

-------------------

QUESTIONNAIRES

Tick/state to indicate your chosen option

lix
(1) Do you think effective communication has any
impact on the staff of EEDC Owerri?

a. Yes

b. No

2. If yes, state or tick them

a. It fosters better understanding among the staff of EEDC

Owerri

b. It reduces high incident of labour unrest

c. It makes training of staffs possible

d. It fosters proper coordination of staffs and their activities in

the organization

e. It helps to settle staff’s grievances

f. Specify others please ---------------------------------------------------

3. If no, state your reason

a. EEDC has no effective communication hence no impact

b. Communication equipment are not enough to create any

impact

c. The flow of communication is one way only, hence no

impact can be made on the staff

d. Specify others please --------------------------------------------------

4. Do you think the impacts are enough to increase

the efficiency of the staff of EEDC Owerri?

lx
 a. Yes

b. No

5. Do you have communication equipment in your office?

a. Yes

b. No

6. If yes, state them

a. Computer

b. Telex

c. Telephone

d. Radio

e. Fax

f. Satellite

g. Specify others please---------------------------------------------

7. If No, state your reason

a. The cost is too much to achieve

b. The office cannot maintain them

c. There is no need for them

d. Specify others -----------------------------------------------------

8. Do you think the equipment are enough to boost

efficiency?

lxi
 a. Yes

b. No

9. Do you think there is any communication problem in

your office?

a. Yes

b. No

10. If yes, state them

a. Poor planning of communication

b. Underrated assumption

c. Semantic distortion

d. Distrust, threat and fear

e. Over loading

f. Delayed feedback

g. Specify others -----------------------------------------------------

11. If No, State your reason

a. There is effective communication in EEDC

b. There is modern communication equipment

c. There is a good pattern of communication flow

d. Specify others -----------------------------------------------------

REFERENCES

lxii
Achusm (2000), Introduction to mass communication FPON
Owerri, American Management Association (Out 1989)
American Business Times.

Azuka E.B. (1990), Mass communication made easy model, Aba

Academic publishers.

Baran Stanley J. (1999), Introduction to Mass Communication:

Media Literacy and Culture, California: Mayfield Publishing
Company.

Chimaraoke Akakwandu (2014), Mass Communication

Theories/Models, Wise Connection School Ltd. Obosi,
Anambra.

Chambers WR (1997), Chambers Mini Dictionary, Edinburgh:

Costable Ltd.

Daramola Ifedayo (2003), Introduction to Mass Communication,

Lago: Rothan Press Ltd.

Dominick Joseph (2002), The Dynamics of Mass

Communication: Media in the Digital Age. New York:
McGraw-Hill.

Egbue C.C. (1979), Historical perspective, National Electric

Power Authority Owerri.

Hasan Seema (2013), Mass Communication: Priciples and

Concepts, India: CBS Publishers & Distributors Pvt Ltd.

Hornsby A.S. (1994), Advance Learners Dictionary of current

English, London: University Press.

Igbokwe Basilia et al (2013), Communication in English: The

Basic Skills, Cel Bez Publishing Co. Ltd. Owerri.

Kelvin Oduh et al (2013), Media Technologeis: Types &

Functions, Austus Publishers, Owerri.

lxiii
Molokwu Christopher (1993), Principles of Precision Journalism
Nkpor Onitsha optical Press.

Nnamdi Anumihe (2007), Communication Theories and

Practice, Zelon Enterprises, Port Harcourt.

Nwokeke AD (1995), Principles of computer Technology, Owerri

Risdom Graphics Ltd.

Victor O. Alozie (2010), Mass Communication Research & Data

Analysis, Pilvic Communication (PVC), Owerri.

lxiv